Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09

Size: px
Start display at page:

Download "Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09"

Transcription

1 Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at Our company details are: Tripod It Limited Company Registered in England no Registered Address: 2b New Mills, Libbys Drive Stroud Gloucestershire GL5 1RN Our contract with you 1. Your IT Helpdesk gives you IT support on the following hardware, applications and operating systems (any items not in this list are supported on a best endeavours basis): Hardware PC/Server Server Hardware Support & Fault Diagnosis Desktop Hardware Support & Fault Diagnosis Printer Support & Fault Diagnosis Network Support Workgroup Support & Fault Diagnosis Domain/AD Support & Fault Diagnosis Operating System Fault Diagnosis, Repair & Configuration Patch and Upgrade Support User Account, Permissions, File & Print Sharing Microsoft Windows 2000 and above Microsoft Windows 2003 and above Microsoft Windows XP Home, Pro Applications Fault Diagnosis, Repair & Configuration Patch & Upgrade Support Microsoft Office 2000 and above Microsoft SBS 2000 and above Microsoft Exchange 2000 and above

2 Microsoft SQL Server 2000 and above Microsoft IIS 2. Terms 2. These terms apply when you purchase a Your IT Helpdesk subscription either via telephone, post or online via 3. Service Provision 3.1 This service is for business use only. 3.2 When ordering this service you are agreeing to the immediate provision of the service and you cannot cancel it under the Consumer Protection (Distance Selling) Regulations 2000). 3.3 When ordering this service we may make a site visit to audit your systems and perform a health check. During this process we may recommend steps that are required before starting your subscription. This may require initial consultancy charges or product purchases before a subscription can commence. 3.4 This service is not a substitute for you taking appropriate steps to maintain and safeguard your computer systems using regular backups, running up-to-date anti-virus products and adopting other relevant security and maintenance procedures. 3.5 In providing this service we will use our best efforts to provide remote and on-site support within the timescales agreed with you. However all dates and times are estimates and we cannot guarantee that we will meet them. 3.6 If as part of this service you are required to install any software you agree to install and keep this software. If you refuse to install this software this may mean that we have to offer a reduced level of service or withdraw the service completely. Your IT Helpdesk and On-Site Support Terms and Conditions 4. Payment/Termination 4.1. You must pay the charges for this service as described on our Rate Card, available from Tripod IT Limited, within the time limit stated in our Terms and Conditions 4.2. Either party may terminate this agreement by giving 30 days notice All payments are due monthly, in advance and in terms of subscriptions must be collected via standing order. Service Specifics 5. Tripod IT Help Desk Subscriptions 5.1 Subscriptions to this service are based on the number of PCs you have on site. At this time we cannot support Linux based computers under this scheme.

3 5.2 This service provides you with: a) Remote access for supporting and diagnosing PCs b) Telephone support and diagnostics on the items listed in this agreement. c) Support is provided Monday-Friday 9:00am 5:00pm (excluding bank holidays) d) In the event of an operative not being immediately available to diagnose your fault, one of our operatives will endeavour to return any calls within 4 working hours. e) A Help Desk subscription does not take the place of routine maintenance of your system, or cover hardware failure, new equipment installation, training requirements or IT consultancy. You will be informed if after investigation chargeable remote work or a site visit is required to resolve the issue. f) Charges for this service are for a reasonable level of support provided for your computer systems. If we believe that this service is being used excessively, for example as a replacement for training or failing to comply with paragraph 3.4, we reserve the right to charge for our services on an hourly basis. g) A time limit of 20 minutes per incident will apply. Any remote work taking longer than 20 minutes per incident or onsite work resulting from a telephone support request will be chargeable at our rate of per hour + VAT. On-site work for customers subscribing to our Server Monitoring service will be prioritised in our on-site schedules. h) If your fault cannot be rectified onsite we will give you the option to have the work done in our workshop at our reduced hourly rate. i) If your hardware requires repair we will provide you with a quotation to carry out this repair in our workshop at our reduced hourly rate if it is an item that we can obtain parts for. j) If we need replace your main hard drive during a repair we will install the original operating system onto your machine provided that you have the relevant licence key(s). k) If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf. We will not repair any equipment under warranty. l) The prices for this service do not include any parts required. 6. Tripod IT Server Monitoring Subscription 6.1 Subscriptions to this service are based on the number of servers you have on site. At this time we cannot support Linux based computers under this scheme. 6.2 This service provides you with: a) Daily Monitoring of your Sever Event Logs and Back Up Logs. b) Remote access for supporting and diagnosing servers c) Telephone support and diagnostics on the items listed in this agreement. d) Support is provided Monday-Friday 9:00am 5:00pm (excluding bank holidays) e) In the event of an operative not being immediately available to diagnose your fault, one of our operatives will endeavour to return any calls within 4 working hours.

4 f) Charges for this service are for a reasonable level of support provided for your computer systems. If we believe that this service is being used excessively, for example as a replacement for training or failing to comply with paragraph 3.4, we reserve the right to charge for our services on an hourly basis. g) A time limit of 20 minutes per incident will apply. Any remote work taking longer than 20 minutes per incident or onsite work resulting from a telephone support request will be chargeable at our rate of per hour + VAT. On-site work for customers subscribing to our Server Monitoring service will be prioritised in our on-site schedules. Your IT Helpdesk and On-Site Support Terms and Conditions 8. Ad-Hoc or Pay-As-You-Go On-site or Remote support 8.1 Ad-hoc on-site and remote support services are provided on an hourly rate (prices are available on request from Tripod IT Limited). The minimum charge for remote support is 20 minutes. The minimum charge for on-site support is 1 hour. Travelling time and mileage may be charged for on-site support at Tripod IT Limited s discretion depending on the distance from our Stroud Office. Our engineer or approved contractor will carry out fault diagnosis, repair, configuration and installation of the computer hardware as described in this agreement. 8.2 Site visits are available Monday-Friday 9:00am 5:00pm excluding bank holidays. Visits are usually made within 48 hours of agreeing to your request. If you are on a pay as you go tariff you are entitled to next business day response on mission critical workstation/or server issues. 8.3 You must give access at the time of the agreed visit. Failure to do so may require in us charging for the missed appointment. 8.4 If your fault cannot be rectified on site we will give you the option to have the fault rectified off site in our workshop at a cheaper hourly rate. 8.5 If your hardware requires repair we will provide you with a quotation to carry out this repair if it is an item that we can obtain parts for. 8.6 If we replace your main hard drive we will install the original operating system onto your machine provided that you have the relevant licence key(s) and disks. 8.7 If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf, however this is a chargeable service. We will not repair any equipment under warranty. 8.8 The prices for this service do not include any parts required. 9. Escalation Procedure 9.1 If you feel that your problem is not being attended to in a timely fashion you can request that your call is escalated. At this point a senior engineer will be allocated to investigate the problem resolution process and resolve your issue. We will report back any findings to you.

5 9.2 In the unlikely event that you feel you are not receiving the level of service you expect you can record a concern under our complaints procedure. A copy of which is available on request. 10. General Terms 10.1 You agree: a) to our engineers or approved contractor having remote access to your computer systems b) to install or allow us to install approved ant-virus protection to all systems (subject to any software licence fees) c) to have technical details regarding your systems recorded on our databases d) to allow us to create any administration accounts that we may require 10.2 We do not guarantee that we will be able to fix all faults reported to us, or that we will be able to advise you on all issues raised We are not liable for failures in any of the supported applications and operating systems. We recommend that you perform regular backups as we cannot accept any liability for loss or corruption of your data either onsite or whilst your equipment is in our workshop If a fault is due to an item not covered by the remote support sections of this agreement it is your responsibility to arrange an on-site visit with us or via a third party We reserve the right to modify these terms without prior notice. Customer Signature: Name: Date Company Details (name & address): Telephone Number: Tripod IT Signature: Date:

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk Somerset Services to Education Providers 2014-2015 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

b. Contact for contract issues/requests (Including billing)

b. Contact for contract issues/requests (Including billing) 1. Responsibilities of the customer a. Appointed contact(s) The customer is required to provide a named contact with E-Mail address and phone contact for each of the following roles (they can be the same

More information

TVision Support Service Guidelines

TVision Support Service Guidelines TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +

More information

Other Scomis Quotations 1 st April 2015 until 31 st March 2016

Other Scomis Quotations 1 st April 2015 until 31 st March 2016 Other Scomis Quotations 1 st April 2015 until 31 st March 2016 1. SIMS Remote Upgrade Service This installation service involves the implementation by Scomis of each SIMS upgrade onto the Customer's ICT

More information

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The

More information

Schools ICT Support Service (SITSS) Service Level Agreement 2014/15

Schools ICT Support Service (SITSS) Service Level Agreement 2014/15 Schools ICT Support Service (SITSS) Service Level Agreement 2014/15 CONTENTS CONTENTS... 2 1 PRINCIPLES OF THE AREEMENT... 3 1.1 Service Desk... 4 1.2 Remote Support... 4 1.3 Training... 5 1.4 Procurement...

More information

10.3.2015 Company Name IT Support

10.3.2015 Company Name IT Support 1 New Bond St t:+44 (0)20 7403 4031 London WC1 w:www.networkfish.com 10.3.2015 Company Name IT Support We are your reliable London based IT Support department Because you can achieve more. We are the backbone

More information

Terms & Conditions for ADM s IT Support Customers

Terms & Conditions for ADM s IT Support Customers Terms & Conditions for ADM s IT Support Customers (Standard, Standard Plus, Premium, Premium Plus) ADM Computing (the 'Company'), Chaucer Road, Canterbury, Kent, CT1 1HH 1. (1) Applicable to IT Support

More information

Bronze Silver Gold Telephone Support & Remote Yes 1 hour per month Yes 3 hours per Yes - 5 hours per month

Bronze Silver Gold Telephone Support & Remote Yes 1 hour per month Yes 3 hours per Yes - 5 hours per month Voluntary & Charity Organisations ICT Support Contract All organisations wishing to partake in the service have a choice of 3 products depending on the amount of computers in the organisation itself. These

More information

Onsite Technician Service Definition

Onsite Technician Service Definition Onsite Technician Service Definition Document Version : ISSUE 4 Issue Date : May 2011 Document Valid Until : April 2012 Document Owner Account Manager, Schools and Partnerships, Hampshire IT 2011 Hampshire

More information

Service Level Agreement: Support Services (Version 3.0)

Service Level Agreement: Support Services (Version 3.0) Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer

More information

Service Credits - The Customers challenge

Service Credits - The Customers challenge Helpdesk Services Service Credits - The Customers challenge Customers need to provide support to their end users with IT Issues Many organisations are facing budget challenges, private and public sector

More information

Implementation and Customer Services ( ICS") Installation Services Standard Terms and Conditions of Supply. (Effective September 2013)

Implementation and Customer Services ( ICS) Installation Services Standard Terms and Conditions of Supply. (Effective September 2013) Implementation and Customer Services ( ICS") Installation Services Standard Terms and Conditions of Supply 1. General (Effective September 2013) This web page content defines the standard terms and conditions

More information

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater

More information

Rekoop Limited Standard Terms of Business

Rekoop Limited Standard Terms of Business Rekoop Limited Standard Terms of Business 1 Copyright 2012, rekoop Limited 1. DEFINITIONS... 3 2. BASIS OF AGREEMENT... 6 3. PROVISION OF THE SOFTWARE AND SERVICES... 6 4. TERM... 6 5. ACCESS AND SECURITY...

More information

CRM Support Services Agreement

CRM Support Services Agreement CRM Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: Points Purchased in Initial Minimum Term: This Agreement sets forth the terms and conditions under which The CRM

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

AGDATA Australia Technical Support Policy

AGDATA Australia Technical Support Policy AGDATA Australia is committed to providing the best available technical support to its clients. All clients with a registered Current Version of Phoenix have access to free updates. These updates may be

More information

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers. JOB DESCRIPTION Job ination as shown on organisation chart Job Title: ICT Service Desk Post No: Analyst Directorate: Transation & Technology Division/ Department: ICT Operations, ICT Service Desk Grade:

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the

More information

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND

More information

Citizen Machinery UK Ltd

Citizen Machinery UK Ltd JOB TITLE IT Support Engineer REPORTING TO European Business Systems Manager JOB PURPOSE Citizen Machinery UK Ltd is the Western Europe sales and support hub for the market leading ranges of Cincom sliding

More information

Sure Managed Networks Essential Level Support Service Terms & Conditions

Sure Managed Networks Essential Level Support Service Terms & Conditions Essential Level Support Service Description Sure s Support Service combines traditional maintenance and technical support services to support your Customer Premises Equipment. It enables enhanced service

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

Product Support and Maintenance Terms & Conditions

Product Support and Maintenance Terms & Conditions Product Support and Maintenance Terms & Conditions 1. Customer Information Customer site address: As per invoice (unless otherwise agreed) Equipment or Software to be covered: Refer to invoice Contract

More information

Jigsaw24 Support Contract Terms & Conditions

Jigsaw24 Support Contract Terms & Conditions Version 1.1 Jigsaw24 Support Contract Terms & Conditions These conditions together with the provisions of the Agreement or a Scope of Work (SOW) are the only contractual terms upon which Jigsaw Systems

More information

EXACT SUPPORT AGREEMENT. Between SOFTWARE OF EXCELLENCE UK LTD AND

EXACT SUPPORT AGREEMENT. Between SOFTWARE OF EXCELLENCE UK LTD AND EXACT SUPPORT AGREEMENT Between SOFTWARE OF EXCELLENCE UK LTD Medcare South Bailey Drive Gillingham Business Park Gillingham Kent ME8 0PZ UK AND 1. Parties (1) SOFTWARE OF EXCELLENCE UK LTD, incorporated

More information

The following servicesare available via the ICT trading account :

The following servicesare available via the ICT trading account : The s Offered Managed s Licences The following servicesare available via the ICT trading account : Admin Support including SIMS Support Curriculum Support Apple Mac Support Apple Mac Support + Curriculum

More information

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Customer

More information

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully

More information

CRM in a Day Support Services Agreement

CRM in a Day Support Services Agreement CRM in a Day Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: This Agreement sets forth the terms and conditions under with CRM in a Day shall support the Microsoft

More information

Terms and Conditions. Stafford Website Company

Terms and Conditions. Stafford Website Company Terms and Conditions Stafford Website Company Last Updated: 5 th January 2012 Table of Contents 1. Payment terms and charges... 3 1.1 Estimates... 3 1.2 Invoices... 3 1.3 Website updates... 3 1.4 Discounts

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

Service Level Agreement CMC170615

Service Level Agreement CMC170615 Thank you for choosing Datanet to provide you with business class connectivity and hosting services. Our goal is to provide these services with care, skill and diligence in accordance with industry best

More information

ICT SUPPORT SERVICES

ICT SUPPORT SERVICES ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The

More information

SPECIFIC RESPONSIBILITIES:

SPECIFIC RESPONSIBILITIES: Job Description POST: RESPONSIBLE TO: Senior 3rd Line Server and Systems Engineer Senior Engineering Team Leader SALARY: 39,069-42,672 (SCP 41-45, Inner London Scale) per annum + Expenses + Local Government

More information

HP PC Helpdesk Service

HP PC Helpdesk Service HP PC Helpdesk Service HP Care Pack Services Technical data HP PC Helpdesk Service gives professionals in small and medium-sized businesses access to advice and assistance for popular software applications,

More information

Schools are strongly advised to choose one option from both categories i.e. 2 Contract Schedules in total.

Schools are strongly advised to choose one option from both categories i.e. 2 Contract Schedules in total. Agreement reference: Schools IT Support Service (SITSS) Agreement period: 1 April 2015 31 March 2016 Overall Service to be provided Category 1. Technical Support a. Enhanced ICT technical support - a very

More information

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682 EasiPC Helpdesk A different approach to supporting your school EasiPC currently provides class leading ICT support to schools and academies across Northamptonshire and beyond. To complement our growing

More information

Service Schedule for BT Mobile Device, Application, Content and E-mail Management

Service Schedule for BT Mobile Device, Application, Content and E-mail Management Service Schedule for BT Mobile Device, Application, Content and E-mail Management 1. SERVICE DESCRIPTION General Description 1.1. The Service is a suite of software products and includes: Mobile Application

More information

1. To be the principal point of contact and have responsibility for IT support incidents.

1. To be the principal point of contact and have responsibility for IT support incidents. JOB TITLE: RESPONSIBLE TO: RESPONSIBLE FOR: Service Desk Engineer Service Desk Supervisor N/A JOB OUTLINE The Service Desk Engineer will be responsible for providing an effective first-line support service

More information

TIMICO LIMITED SERVICE SPECIFIC SCHEDULES

TIMICO LIMITED SERVICE SPECIFIC SCHEDULES MANAGED DEDICATED SERVERS DEFINITIONS In this Service Specific Schedule, the following expressions shall have the following meanings unless the context otherwise requires: Bug Patch Bug Update Customer

More information

Scomis Remote Backup Service 1 st April 2014 until 31 st March 2015

Scomis Remote Backup Service 1 st April 2014 until 31 st March 2015 Scomis Remote Backup Service 1 st April 2014 until 31 st March 2015 This service offers remote backup of part or all of a school's data, including SIMS, on a daily basis during term time. The Customer

More information

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA Hybrid Cloud

More information

S E R V E R C E N T R E H O S T I N G

S E R V E R C E N T R E H O S T I N G S E R V E R C E N T R E H O S T I N G Managed Hosting Microsoft Lync - Service Level Agreement Server Centre Hosting Limited Master Version - 2.1 Server Centre Hosting Ltd, The Old Public House, 3 Watnall

More information

To provide detailed procedural and systems documentation when required.

To provide detailed procedural and systems documentation when required. JOB DESCRIPTION Post Title: Department: Responsible to: Supervisory responsibility: ICT Technician ICT (Bursary) ICT Network Manager None Date of Issue: May 2016 Main Purpose of Job: Managed by the ICT

More information

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information

Adlib Hosting - Service Level Agreement

Adlib Hosting - Service Level Agreement Adlib Hosting - Service Level Agreement June 2014 This service level agreement (SLA) applies to the Adlib Hosting services provided by Axiell ALM Netherlands BV, and includes the activities and facilities

More information

Product Support Centre Policy and Procedures

Product Support Centre Policy and Procedures Wizard Systems UK Product Support Centre Policy and Procedures Wizard Systems UK Unit 7 Badminton Court Station Road Yate United Kingdom BS37 5HZ WIZARD SYSTEMS PRODUCT SUPPORT... 3 Objectives... 3 HOW

More information

Service Description International Next Business Day On-Site Service ( INBD Service )

Service Description International Next Business Day On-Site Service ( INBD Service ) Service Description International Next Business Day On-Site Service ( INBD Service ) International Next Business Day On-Site Service (INBD) Overview From the date of delivery, International Next Business

More information

Customer Hosted Service Description and Service Level

Customer Hosted Service Description and Service Level Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November

More information

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13 Customer Guide Helpdesk & Product Support [Customer Name] www.four.co.uk Page 1 of 13 Table of Contents HELP DESK AND PRODUCT SUPPORT SUMMARY... 3 1 FOUR HELP DESK STRUCTURE AND CALL ESCALATION... 6 2

More information

Support & Field Services

Support & Field Services Support & Field Services The Right Engineer, In the Right Place, With the Right Skills, At the Right Time, With the Right Parts 2 At, we work with a wide range of customers across the UK delivering flexible

More information

Customer The company that purchases or leases the software from Neopost Ltd

Customer The company that purchases or leases the software from Neopost Ltd Neopost Software Terms and Conditions 1.1.1 Glossary Customer The company that purchases or leases the software from Neopost Ltd Customer Premises refers to the customer location of where the software

More information

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes

More information

Alan O Coy Service Manager 01823 357420 (Customer Coordinator) adocoy@somerset.gov.uk

Alan O Coy Service Manager 01823 357420 (Customer Coordinator) adocoy@somerset.gov.uk Somerset Services to Education Providers 2015-2016 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Alan O Coy Service Manager 01823

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

Job Description Questionnaire

Job Description Questionnaire Job Description Questionnaire Job Title: Post Number: Division/Department/Section: Line TECHNICAL SUPPORT OFFICER PO TSO Information Systems Service Supervisor 1. PURPOSE To best utilise technology to

More information

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services

More information

EXHIBIT B SOFTWARE SUPPORT SERVICES

EXHIBIT B SOFTWARE SUPPORT SERVICES 1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement

More information

TERMS & CONDITIONS OF ONLINE SALES ACTIVITY READ CAREFULLY TO ENSURE YOU UNDERSTAND THE CONTENT AND ASK FOR CLARIFICATION SHOULD YOU NOT UNDERSTAND

TERMS & CONDITIONS OF ONLINE SALES ACTIVITY READ CAREFULLY TO ENSURE YOU UNDERSTAND THE CONTENT AND ASK FOR CLARIFICATION SHOULD YOU NOT UNDERSTAND TERMS DEFINED: TERMS & CONDITIONS OF ONLINE SALES ACTIVITY READ CAREFULLY TO ENSURE YOU UNDERSTAND THE CONTENT AND ASK FOR CLARIFICATION SHOULD YOU NOT UNDERSTAND BEFORE AGREEING TO PURCHASE FROM THE TADWA

More information

THE IT SUPPORT SERVICES PROVIDER CHECKLIST. 2015 edition.

THE IT SUPPORT SERVICES PROVIDER CHECKLIST. 2015 edition. THE IT SUPPORT SERVICES PROVIDER CHECKLIST. 2015 edition. We ve got your Due Diligence covered! Finding the right IT Support Company can prove to be a difficult task, especially if you are unsure of the

More information

Remote Infrastructure Support Services & Managed IT Services

Remote Infrastructure Support Services & Managed IT Services Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

SERVICE LEVEL AGREEMENT. Open Source Support Desk B.V. Hargray, Inc.

SERVICE LEVEL AGREEMENT. Open Source Support Desk B.V. Hargray, Inc. SERVICE LEVEL AGREEMENT between Open Source Support Desk B.V. and Hargray, Inc. Copyright 2011 by Open Source Support Desk B.V. All rights reserved. This document is protected by copyright. No part of

More information

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter { Page 1 Contents 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support 3 1.1 Introduction 3 1.2 Scope of service 3 1.3 Exclusions

More information

HP Support Plus Service

HP Support Plus Service HP Support Plus Service HP Care Pack Services HP Support Plus Service is composed of comprehensive hardware and software services that enable you to increase the availability of your IT infrastructure.

More information

Services Agreement. Rev 12/10/08 TC v08 1

Services Agreement. Rev 12/10/08 TC v08 1 Services Agreement This Agreement is entered into by, herein referred to as Client, and Computer Crews, a Colorado Corporation, hereinafter referred to as Service Provider. The Parties agree as follows:

More information

Master Managed Services Agreement

Master Managed Services Agreement T: 01904 409040 info@clearwave-es.com www.clearwave-es.com Master Managed Services Agreement Page 1 of 19 Managed IT Services Agreement 1. Definitions 1.1 The definitions and rules of interpretation in

More information

SITTINGBOURNE COMMUNITY COLLEGE IT SUPPORT MANAGER. Job Description

SITTINGBOURNE COMMUNITY COLLEGE IT SUPPORT MANAGER. Job Description SITTINGBOURNE COMMUNITY COLLEGE IT SUPPORT MANAGER Job Description Swale Academies Trust Job Description for Sittingbourne Community College IT Support Manager Sittingbourne Community College IT Support

More information

Telephone System Maintenance Information

Telephone System Maintenance Information Telephone System Maintenance Information Technical Maintenance & Telephone System Support from a trusted, local company 0800 849 4400 Telephone Engineer Group Telecom House, The Courtyard Gorsey Lane,

More information

Schedule 2Z Virtual Servers, Firewalls and Load Balancers

Schedule 2Z Virtual Servers, Firewalls and Load Balancers Schedule 2Z Virtual Servers, Firewalls and Load Balancers Definitions Additional Charges means the charges payable in accordance with this schedule. Customer Contact Centre means Interoute s Incident management

More information

Support, Management & Hardware Maintenance

Support, Management & Hardware Maintenance Support, Management & Hardware Maintenance Rely on us to deliver, expect innovation as standard We specialise in two key areas: systems support and network & security solutions. Each team member is equipped

More information

SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS

SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS 1 Purpose of SLA SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS This SLA provides a mutual understanding of the Service Level expectations of both parties and defines the benchmark for measuring

More information

Service Level Agreement

Service Level Agreement This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery of. The purpose of this agreement is threefold: 1. To clearly represent

More information

Technical Support Policies

Technical Support Policies Page 1 of 6 Effective Date :01.03.05 Document No. :IPM 128B Technical Support Policies Schedule - A This document describes the Technical Support Policies ( Support Policies ) of IP Momentum. These Support

More information

JOB AND PERSON SPECIFICATION

JOB AND PERSON SPECIFICATION JOB AND PERSON SPECIFICATION Position Title: Help Desk Officer Classification Code: ASO-3 Division: Central Northern Adelaide Health Service Branch: The Queen Elizabeth Hospital Type of Appointment: Section:

More information

Service Description XPS Next Business Day Onsite Service ( XPS NBD Service)

Service Description XPS Next Business Day Onsite Service ( XPS NBD Service) Service Description XPS Next Business Day Onsite Service ( XPS NBD Service) XPS NBD Service Overview XPS Next Business Day On-site Service includes, from the date of delivery, a support service designed

More information

STATE OF NEVADA Department of Administration Division of Human Resource Management CLASS SPECIFICATION

STATE OF NEVADA Department of Administration Division of Human Resource Management CLASS SPECIFICATION STATE OF NEVADA Department of Administration Division of Human Resource Management LASS SPEIFIATION TITLE GRADE EEO-4 ODE IT TEHNIIAN SUPERVISOR 37 7.927 SERIES ONEPT Information Technology (IT) Technicians

More information

LHRIC Network Support - Additional Service Features

LHRIC Network Support - Additional Service Features LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number

More information

Service Schedule for MANAGED SERVICES

Service Schedule for MANAGED SERVICES Service Schedule for MANAGED SERVICES This Service Schedule is effective for Managed Services provided on or after 1 September 2013. Terms and Conditions applicable to Managed Services provided prior to

More information

IT Support for London

IT Support for London IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where

More information

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

S E R V E R C E N T R E H O S T I N G

S E R V E R C E N T R E H O S T I N G S E R V E R C E N T R E H O S T I N G Managed Hosting Multi Tenant Platform Microsoft Dynamics CRM 2013 Service Level Agreement Server Centre Hosting Limited Master Version - 2.1 Server Centre Hosting

More information

CENG Information Technology Services University of North Texas

CENG Information Technology Services University of North Texas CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS

More information

Description of Services, Target Response Times and Customer Responsibilities:

Description of Services, Target Response Times and Customer Responsibilities: MAINTENANCE AND SUPPORT SERVICE TERMS CloudShield s products are initially offered with a basic Standard Warranty when shipped from CloudShield. Standard Warranty provides that the (a) CloudShield Hardware

More information

INCIDENT MANAGEMENT SCHEDULE

INCIDENT MANAGEMENT SCHEDULE INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PUBLIC DE4 LIMITED 15/01/2014 INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PROCEDURE In the event that you become aware of any fault

More information

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD

More information

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Isothermal Planning & Development Commission (IPDC) REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the IPDC for Information Technology Support Services. Interested

More information

HP Foundation Care Service

HP Foundation Care Service Technical data HP Foundation Care Service HP Services HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability

More information

Curriculum Network Support

Curriculum Network Support Curriculum Network Support Name of Service Curriculum Network Support Service Provider Job Title of Manager Team Address User Support Lead ICT User Support Team 42 New Union Street, Coventry, West Midlands,

More information

MANAGED FIREWALL SERVICE. Service level description

MANAGED FIREWALL SERVICE. Service level description 2 MANAGED FIREWALL SERVICE Service level description Page 1 of 11 Version 1.7 (17/09/2015) NSMS Managed Firewall, Service Level Definition NSMS, IT Services, University of Oxford. Contents Document control...

More information

> SuperSTAR Suite. Customer Support Guide

> SuperSTAR Suite. Customer Support Guide > Customer Support Guide February 7, 2013 Table of Contents Table of Contents... i Tables Reference... ii Space-Time Research Customer Support Plan... 3 Support Policies... 4 Definition of a Support Case...

More information

Scope of work and Commercial terms & conditions for Annual Maintenance (AMC) of IT System installation in EPI, New Delhi

Scope of work and Commercial terms & conditions for Annual Maintenance (AMC) of IT System installation in EPI, New Delhi ANNEXURE-III Scope of work and Commercial terms & conditions for Annual Maintenance (AMC) of IT System installation in EPI, New Delhi Scope of Work: 1. List of PCs/ Servers/ Printers and other peripherals

More information

Departmental On-Site Computing Support (DOCS) Server Support SLA

Departmental On-Site Computing Support (DOCS) Server Support SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and Departmental On-site Computing Support (DOCS) to document: The technology services DOCS provides to the campus. The

More information